01
Understanding your needs
We review user numbers, locations, systems, working hours and common issues. We identify contacts in your internal IT team and at application suppliers.
User support
IT helpdesk for your employees
We help employees with computers, email, accounts and applications. We receive requests, keep users informed and pass specialist issues to the appropriate team.
Trusted by
Companies and institutions that need stable IT.
Employees know where to ask for help
We agree contact channels and the issues covered, so employees do not have to track down an administrator themselves. Each ticket has a reference number, status and communication history. We can provide first-line support for your IT department or include the helpdesk in a wider IT support service. We record repeatable solutions in an agreed knowledge base or instructions available to designated employees. We agree access and how the material will be updated when the support service starts. First-line (L1) and any second-line (L2) scope is agreed in the contract together with escalation to administrators or vendors.
How we help employees
Before we start, we agree what can be resolved remotely, when an on-site visit is needed and which issues belong with an administrator or application supplier.
Accounts and permissions
We help with sign-in, password and MFA issues. We create and close employee accounts and change permissions after approval from the designated person.Email and collaboration
We handle common issues with Outlook, Teams, calendars and file sharing in Microsoft 365. We agree support for other applications with your company.Computers and devices
We diagnose laptops, workstations, printers and office applications. We help prepare workstations and agree the next steps when hardware repair is needed.Connecting to company resources
We help with Wi-Fi, VPN and access to company resources. We pass infrastructure failures and security issues to administrators within the agreed scope.Remote device management
RMM tools can add remote monitoring and management to the helpdesk. Before choosing Datto RMM, Kaseya VSA or another platform, we review systems, permissions, licences and data processing rules.
Device inventory and status
We organise information about hardware, systems and users. We define which devices are covered and what information is needed to maintain them.Updates and alerts
We configure agreed update schedules and monitoring. We define which alerts should create tickets and who should respond.Controlled remote assistance
We select access tools and technician permissions. We agree rules for user consent, activity logging and unattended access to devices.Reports and instructions
We report on tickets, response times and recurring problems. We prepare instructions for common tasks and identify issues that need a lasting fix or a separate project.ISO 27001 · TÜV NORD Polska
TÜV NORD Polska has certified Virtline’s information security management system to PN-EN ISO/IEC 27001:2023-08. Our published certificate gives its scope and validity.
View Virtline’s certificateHelpdesk launch process
We first agree support rules and prepare access. Employees receive instructions on where to report problems and how to follow their resolution.
02
Support rules
We define ticket channels, priorities and support hours. The SLA specifies the agreed service times and conditions. We record exclusions and how specialist issues are passed on.
03
Preparation and launch
We configure a ticketing system or work in your existing tool. We check access and communication, then give employees instructions for using the service. When changing tools, we agree which ticket history, attachments and knowledge-base content to migrate or archive. We check email, identity-directory and monitoring integrations, a trial data transfer, and plans for cutover and return to the previous solution.
04
Ticket reviews
We discuss recurring faults, service times and necessary changes. We update instructions and agree tasks that fall outside day-to-day assistance.
Passwords, data and security reports
Before changing a password or permissions, we verify identity and the required approvals. We limit technician access to agreed tasks and document the work performed. Suspected phishing, account compromise or data loss is passed to the designated security contacts. A helpdesk does not replace a compliance audit or round-the-clock threat monitoring.
Questions about the IT helpdesk
How does an employee report a problem?
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Through agreed channels, such as phone, email, Teams or a ticket portal. We can use your company’s system or set up a ticketing tool. Employees receive the ticket status and information about the next steps.
Is support available outside office hours?
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Support hours and any on-call cover are defined in the agreement. We separately agree urgent ticket handling, response times and escalation to administrators. Not every contract includes round-the-clock assistance.
What determines the cost of the helpdesk?
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User numbers, support hours and languages, locations, ticket volumes and supported systems. We also agree tool costs, on-site visits and out-of-scope work. Any comparison with an in-house team uses your company’s actual costs, without promising a fixed percentage saving.
Will the helpdesk replace our IT department?
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It can take over employee support or complement your team. Responsibilities for servers, networks and business applications need to be agreed separately. If you need full IT support, we can also discuss outsourcing.
Let’s discuss support for your employees
Tell us your user numbers, locations, current support channels and recurring problems. We will agree the service scope, support hours, response times and how requests will be transferred. We will also discuss reporting and escalation to specialists.
Ask about helpdesk support